Bhandal Homecare

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this service. This key question has been rated good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The management team carried out a thorough assessment of people’s needs to ensure they could effectively meet people’s holistic care, as well as ongoing review and assessment to ensure information remained current. There was open and honest communication with people, and a daily handover was completed to ensure staff were updated.

An experienced office team provided effective oversight of care delivery through ongoing monitoring of real-time care records. This enabled concerns, changes in people's health or wellbeing, and emerging risks to be identified promptly and acted upon without delay.

Communication was tailored to people's individual needs, enabling them to express their views, preferences and wishes. Staff knew people well and were able to recognise subtle changes in their health and wellbeing, ensuring concerns were identified and responded to promptly. As a result, people received effective care that reflected their current needs and supported positive outcomes.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Care plans contained detailed information on how best to support people to ensure what was important and what mattered to them was included in their day-to-day care. Records evidenced documented guidance was consistently followed by staff.

People and relatives told us about their experience with the planning and delivery of care, feedback was consistently positive. One relative said, “We were involved from day 1 and love the app, it keeps us up to date.”

People's nutritional, hydration and personal care needs were met and recorded appropriately. People were involved in planning their meals, with support reflecting their preferences, dietary needs and professional guidance. Staff offered choice, encouraged a balanced diet and respected people's right to make their own decisions.

In addition, people’s mental wellbeing was carefully considered as well as respecting people’s choice and things that mattered to them as an individual, for example maintaining their appearance and hygiene. One staff member told us about supporting someone to go out to get their nails painted as this was something they liked to do but had not had the confidence to do in recent months.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

We saw records of interactions and the engagement of a variety of professionals; we also saw that the registered manager and staff team regularly acted on behalf of people when appropriate to do so to support them accessing the right care at the right time. For example, referring to specialist nurses or occupational therapy.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

The service was flexible to support people to remain as independent as possible. For example, rearranging care visits around appointments or outings. This meant the person could remain active in the community in line with their choice to do so.

The registered manager and staff team were very aware of the impact social isolation could have on people and ensured they had support to maintain their mental health as well as physical health needs. We saw examples of supporting people to go out for walks or to the local shops.

Staff worked proactively with external professionals to help people access the support they needed, promoting their independence, wellbeing and safety.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

We saw the registered manager carried out regular reviews of documents and of people’s care to ensure their personal and clinical outcomes were met and they engaged appropriate professionals, for example, the GP, district nurse and occupational therapist, if they identified any concerns. For example, staff closely monitored changes in one person's cognitive and physical health, identifying increasing difficulties with orientation, memory and mobility. Support was adapted as needs changed, helping to reduce risks associated with accessing the community and maintain the person's safety and wellbeing. Ongoing monitoring and review ensured care remained responsive, enabling the person to remain living at home and retain as much independence and choice as possible.

This ensured outcomes met clinical expectations as well as those of the individual.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

We saw capacity to consent had been considered through documentation in care plans and staff had a clear understanding of capacity and consent. Staff sought people’s consent before carrying out any care and support. Where relatives had Power of Attorney and could make decisions about people’s care on their behalf and in their best interests, this was also documented effectively.

These measures supported people’s choice and ensured, when people were unable to make a decision for themselves, that the right people were involved in decision making so that it was in line with the person's wishes and preferences, made in their best interests, and within a legal framework in line with the Mental Capacity Act 2005.